Patents by Inventor Paul Lawrence Richman

Paul Lawrence Richman has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).

  • Telephone call center monitoring system with integrated three-dimensional display of multiple split activity data
    Patent number: 6542156
    Abstract: A novel telephone call center split monitoring and display system, uses an integrated three-dimensional bar chart to display multiple split activity information in a single view, enabling easy comparison and multiple split monitoring by split managers without crowded views or frequent toggling between several views.
    Type: Grant
    Filed: July 21, 1999
    Date of Patent: April 1, 2003
    Assignee: Avaya Technology Corp.
    Inventors: Lichan Hong, Kenneth Charles Cox, Vladimir Nepustil, Paul Lawrence Richman
  • Telephone call center monitoring system allowing real-time display of summary views and interactively defined detailed views
    Patent number: 6392666
    Abstract: A novel telephone call center agent monitoring and display system has a graphical user interface that allows a call center manager to automatically display a detailed multiple bar graph view of the status of particular agents currently engaged in agent activities specified by the manager for a duration also specified by the manager, the detailed view being linked to a composite view of the status of all agents being monitored by the manager. In the preferred embodiment, an agent status summary view displays in bar graph form, the collective statuses of all categories of agent status monitored by a call center manager corresponding to the longest time in the category for all of the agents monitored by the manager. If desired, the manager can “drill down” to a linked detailed view to display the duration of every agent currently in a chosen status category when the duration in that activity is within a time window chosen by the manager.
    Type: Grant
    Filed: July 21, 1999
    Date of Patent: May 21, 2002
    Assignee: Avaya Technology Corp.
    Inventors: Lichan Hong, Kenneth Charles Cox, Vladimir Nepustil, Paul Lawrence Richman
  • Broadcasting of information through telephone switching system display messages
    Patent number: 5751795
    Abstract: A telephone switching system (100), such as an ACD switching system in a call center, is used to broadcast information for users, such as displayable messages, to telecommunications terminals (110-112, 212), such as display telephones or data terminals, of a plurality of the users, such as call center agents, by means of non-call-associated display messages that are transmitted over the terminals' telephone lines (120-122), at the request of one of the users, such as the supervisor of the call center. The one of the users requests the broadcast either by depressing a predetermined button on their terminal accompanied by dialing a message identifier, or by dialing a feature access code and a message identifier, or by sending an ISDN "userinfo" or DCP "route text message" message that contains the information for users. The switching system uses either stored data or data contained in the request to determine the destinees of the information for users.
    Type: Grant
    Filed: August 11, 1995
    Date of Patent: May 12, 1998
    Assignee: Lucent Technologies Inc.
    Inventors: Kerry Wayne Hassler, Paul Lawrence Richman